No support response is bad business
Blog Navigator abandoned?
Thursday, September 15, 2005 by DadBart | Discussion: Community
I posted questions to the Blog Navigator forum and then saw it has been months since anyone has responded to questions there. I then saw other postings where people said they emailed support at Stardock about the BN issues and never got a response - of any kind.
I figured I would try and see. Sure enough no reply for 2 weeks to a post to the newsgroup. An email sent to support 2 weeks ago never replied to, except the auto responder saying I would hear within a couple of days.
One can only assume that people like me who paid for the product have been abandoned with no notice. If that is the case, it is very, very bad business. Right now I feel very reluctant to sink anymore money in to Stardock if I might be ignored and abandoned for things I bought (I have quite a few things registered - and renew every year).
So my question is, is this what we can expect going forward?
I figured I would try and see. Sure enough no reply for 2 weeks to a post to the newsgroup. An email sent to support 2 weeks ago never replied to, except the auto responder saying I would hear within a couple of days.
One can only assume that people like me who paid for the product have been abandoned with no notice. If that is the case, it is very, very bad business. Right now I feel very reluctant to sink anymore money in to Stardock if I might be ignored and abandoned for things I bought (I have quite a few things registered - and renew every year).
So my question is, is this what we can expect going forward?
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DadBart
Reply #2 Thursday, September 15, 2005 6:03 PM
Reply #2 Thursday, September 15, 2005 6:03 PM
Yes, and I got a short note saying it was being forwarded to developers. That was 9 days ago. I am not the only one having problems getting support for BN. The newsgroup shows a void, since June.
At least a note from someone who is working on it saying someone is working on it would be better than no response at all. This leaves people feeling that it is being ignored.
We're not talking a small bug like the font does not look right. We're talking half the functionality on the main site it supports not working.
At least a note from someone who is working on it saying someone is working on it would be better than no response at all. This leaves people feeling that it is being ignored.
We're not talking a small bug like the font does not look right. We're talking half the functionality on the main site it supports not working.
DadBart
Reply #3 Thursday, September 15, 2005 6:20 PM
Reply #3 Thursday, September 15, 2005 6:20 PM
I decided to re-read the original auto-reply since the above reply makes it sound like I somehow did not do something that caused this problem with response. It says visit the related newsgroup, the one not responded to since June. It also says visit the forums, which I did with this post. And it gives a lot of links for FAQs on problems that have nothing to do with the problem or product I detailed. I see reasons why they might not respond, but this does not qualify for that either. I did originally miss the resend piece and have done that.
The "it is being forwarded" reply was actually a response 3 days after my original request. My mistake, I did get one response. Does not change the issue I bring up. Is BN still being supported?
The "it is being forwarded" reply was actually a response 3 days after my original request. My mistake, I did get one response. Does not change the issue I bring up. Is BN still being supported?
Jafo
Reply #4 Thursday, September 15, 2005 6:29 PM
Reply #4 Thursday, September 15, 2005 6:29 PM
| Yes, and I got a short note saying it was being forwarded to developers. That was 9 days ago. |
That really belies the thread heading, doesn't it?.....
Lantec
Reply #5 Thursday, September 15, 2005 6:50 PM
I didn't actually see anything related to the problem your having so there's not much help to offer. If you could give a descritpion of what problems your having it may be that someone here can help you out with at least a temporary fix.
Reply #5 Thursday, September 15, 2005 6:50 PM
| It also says visit the forums, which I did with this post. |
I didn't actually see anything related to the problem your having so there's not much help to offer. If you could give a descritpion of what problems your having it may be that someone here can help you out with at least a temporary fix.
DadBart
Reply #6 Thursday, September 15, 2005 6:51 PM
Reply #6 Thursday, September 15, 2005 6:51 PM
I am not sure what that means, but are you suggesting that a response saying it is being forwarded for a response and then no further word on the problem itself is a response to the problem?
DadBart
Reply #7 Thursday, September 15, 2005 6:56 PM
Thanks for the helpful response. I have been a registered user for years and have paid for several Stardock products and renewals. This is the first time I have had a problem like this, but it is enough to raise an eyebrow. Quite frankly, past posts to the newsgroup on problems by myself and others for this particular product have always been slow to come, but they came. This time there appears to be a void. Here is the quote from my newsgroup and email request:
I recently noticed that I am getting server errors with BN from JoeUser. I
can post a new article with no problem, But if I go to edit or even just
open (not preview) I get "Server Communication error, article not found"
with an address at joeuser. An article window then opens with the correct
header info, but blank article text. When I close the window it asks if I
want to save a local copy. If I click the Get from server button in the
open article window I get the same error. I can view it fine in the Preview
window.
I have the latest version of BN and I can access and edit or delete the
article from a web browser.
Reply #7 Thursday, September 15, 2005 6:56 PM
| If you could give a descritpion of what problems your having it may be that someone here can help you out with at least a temporary fix |
Thanks for the helpful response. I have been a registered user for years and have paid for several Stardock products and renewals. This is the first time I have had a problem like this, but it is enough to raise an eyebrow. Quite frankly, past posts to the newsgroup on problems by myself and others for this particular product have always been slow to come, but they came. This time there appears to be a void. Here is the quote from my newsgroup and email request:
I recently noticed that I am getting server errors with BN from JoeUser. I
can post a new article with no problem, But if I go to edit or even just
open (not preview) I get "Server Communication error, article not found"
with an address at joeuser. An article window then opens with the correct
header info, but blank article text. When I close the window it asks if I
want to save a local copy. If I click the Get from server button in the
open article window I get the same error. I can view it fine in the Preview
window.
I have the latest version of BN and I can access and edit or delete the
article from a web browser.
Lantec
Reply #8 Thursday, September 15, 2005 7:01 PM
Reply #8 Thursday, September 15, 2005 7:01 PM
This happens immediately after the posting?
If you try to access in another session or after leaving your site and returning do you still have the error?
If you try to access in another session or after leaving your site and returning do you still have the error?
Jafo
Reply #9 Thursday, September 15, 2005 7:04 PM
Reply #9 Thursday, September 15, 2005 7:04 PM
| I got a short note saying it was being forwarded to developers. |
That IS a response, ergo the thread heading No support response is bad business does not apply to Stardock's handling of your query....but perhaps pertains to practises in general.
It's perhaps not a 'solution', but it IS a response.
If and when the 'developers' can duplicate and/or resolve the problem the 'response' may be even pertinent to your issue...
DadBart
Reply #10 Thursday, September 15, 2005 7:05 PM
All of the above. In fact I can not open any article in any blog in a window, I can only view them in the preview pane. I only noticed this since the last update in July.
Reply #10 Thursday, September 15, 2005 7:05 PM
| This happens immediately after the posting? If you try to access in another session or after leaving your site and returning do you still have the error? |
All of the above. In fact I can not open any article in any blog in a window, I can only view them in the preview pane. I only noticed this since the last update in July.
DadBart
Reply #11 Thursday, September 15, 2005 7:12 PM
That is playing with semantics. The heading stands. I have run support centers and this would be considered a customer not receiving a response to their problems and it is bad business to fall into that approach. It may very well be, and likely is, a problem isolated to a specific point at Stardock, but if it affects a paying customer in a negative way it is a bad business practice that reflects on the whole company. Every person who works there represents them in their entirety and their actions create the image for the company as a whole.
Like I said, even a note saying it is being looked at by those who should be looking at it is better than dead air. I like Stardock, have for years. That is why I have shelled out a lot of money over the years for their products. This concerns me. It is fine to defend them no matter what, but if there is a problem it is in their best interests for the customer to say so and expect it to be addressed, even if it ends up being a tie straightening for the customer.
Reply #11 Thursday, September 15, 2005 7:12 PM
| That IS a response, ergo the thread heading |
That is playing with semantics. The heading stands. I have run support centers and this would be considered a customer not receiving a response to their problems and it is bad business to fall into that approach. It may very well be, and likely is, a problem isolated to a specific point at Stardock, but if it affects a paying customer in a negative way it is a bad business practice that reflects on the whole company. Every person who works there represents them in their entirety and their actions create the image for the company as a whole.
Like I said, even a note saying it is being looked at by those who should be looking at it is better than dead air. I like Stardock, have for years. That is why I have shelled out a lot of money over the years for their products. This concerns me. It is fine to defend them no matter what, but if there is a problem it is in their best interests for the customer to say so and expect it to be addressed, even if it ends up being a tie straightening for the customer.
Jafo
Reply #12 Thursday, September 15, 2005 7:23 PM
Reply #12 Thursday, September 15, 2005 7:23 PM
| I got a short note saying it was being forwarded to developers. |
| Like I said, even a note saying it is being looked at by those who should be looking at it |
I'm sorry, but I read that as exactly the same thing....semantics or not.
Therefore I am justified in repeating....
| No support response is bad business does not apply to Stardock's handling of your query....but perhaps pertains to practises in general. |
The NEXT procedure is to wait a reasonable length of time for your 'problem' to be tested and resolved, noting that 'reasonable length' is open to conjecture....
DadBart
Reply #13 Thursday, September 15, 2005 7:24 PM
Reply #13 Thursday, September 15, 2005 7:24 PM
Just as an aside to all of this, apparently this was necessary. This is the first response to Blog Navigator problems I have seen since June. Developer Lantec has done more in the past hour than has been received in the past 3 months. It should not have had to come to this kind of agitated post by someone like me to accomplish that. I am completely satisfied with Developer Lantec's attempts to help, even asking questions makes me feel like someone cares and that the product is still supported. I understand solutions can take time and I understand the difference between a response and a solution. The posts here are direct responses to my problems, not solutions, but they are designed to get to a solution. I am fine with that until a solution presents itself.
CerebroJD
Reply #14 Thursday, September 15, 2005 7:34 PM
Reply #14 Thursday, September 15, 2005 7:34 PM
Another alternative would be to visit the stardock IRC channel, where the developer for this particular product hangs out about 80% of the time.
mIRC, an irc chat client.
Server: irc.stardock.com
Channel: #stardock
mIRC, an irc chat client.
Server: irc.stardock.com
Channel: #stardock
DadBart
Reply #15 Thursday, September 15, 2005 7:40 PM
I agree. Since no problems have been responded to in the newsgroup since June and I am not the only one not getting a response via email (as stated in the newsgroup), I think it qualifies as a reasonable amount of time to at least have an acknowledgement that it is still being looked at by those who might find the solution.
I am not trying to be confrontative, just get some support for a problem with something I purchased. I think 2 weeks would be considered reasonable anywhere for at least an ackowledgement by those actually looking at the problem. Right now, for all I know the "forwarded" email has not even been looked at.
I don't know what your relationship to Stardock is, but it is not my intent to get in to an argument over what qualifies as "reasonable" support. I am the paying customer. In my view I have not received support for something I paid for. It is not an opinion formed after waiting only a couple of days or because I did not like the answer I got on the problem. There is nothing out of line with my reaction to this and it would be viewed that way most anywhere.
I would be extremely surprised (and dismayed) if the management at Stardock looked at this set of circumstances and said "This guy has no issue". If I am feeling this way and others are having similar experiences, it is likely others are feeling this way too. When customers start feeling this way they start avoiding the company in question. Customers are lost and business flags. I don't think this is what Stardock is trying to do. I think they care about their customers and do not want them to have experiences like this. If it took an agitated thread subject to get the ball rolling then so be it. I am sure they will look at why it happened and how it can be avoided in the future.
Reply #15 Thursday, September 15, 2005 7:40 PM
| The NEXT procedure is to wait a reasonable length of time for your 'problem' to be tested and resolved, noting that 'reasonable length' is open to conjecture |
I agree. Since no problems have been responded to in the newsgroup since June and I am not the only one not getting a response via email (as stated in the newsgroup), I think it qualifies as a reasonable amount of time to at least have an acknowledgement that it is still being looked at by those who might find the solution.
I am not trying to be confrontative, just get some support for a problem with something I purchased. I think 2 weeks would be considered reasonable anywhere for at least an ackowledgement by those actually looking at the problem. Right now, for all I know the "forwarded" email has not even been looked at.
I don't know what your relationship to Stardock is, but it is not my intent to get in to an argument over what qualifies as "reasonable" support. I am the paying customer. In my view I have not received support for something I paid for. It is not an opinion formed after waiting only a couple of days or because I did not like the answer I got on the problem. There is nothing out of line with my reaction to this and it would be viewed that way most anywhere.
I would be extremely surprised (and dismayed) if the management at Stardock looked at this set of circumstances and said "This guy has no issue". If I am feeling this way and others are having similar experiences, it is likely others are feeling this way too. When customers start feeling this way they start avoiding the company in question. Customers are lost and business flags. I don't think this is what Stardock is trying to do. I think they care about their customers and do not want them to have experiences like this. If it took an agitated thread subject to get the ball rolling then so be it. I am sure they will look at why it happened and how it can be avoided in the future.
DadBart
Reply #16 Thursday, September 15, 2005 7:48 PM
Thanks for the suggestion. As is the case with a great many users (both newbies and old timers-Internet since 1979-like myself) I don't use IRC anymore. It has become the playground for mostly another generation and type of user. Since tones do not convey themselves in a written response, I am saying that with complete sincerity and a smile.
Reply #16 Thursday, September 15, 2005 7:48 PM
| Another alternative would be to visit the stardock IRC channel, where the developer for this particular product hangs out about 80% of the time. |
Thanks for the suggestion. As is the case with a great many users (both newbies and old timers-Internet since 1979-like myself) I don't use IRC anymore. It has become the playground for mostly another generation and type of user. Since tones do not convey themselves in a written response, I am saying that with complete sincerity and a smile.
Jafo
Reply #17 Thursday, September 15, 2005 7:58 PM
Reply #17 Thursday, September 15, 2005 7:58 PM
To be fair, others may have apparently no response via the mewsgroup since June...yes, a long time....but again my reference to reasonable time pertains to your specific reference to '9 days ago'.
My 'relationship to Stardock' is specifically as Admin here on Wincustomize.com....and that entails being 'the voice of reason'.....and tend to pick up 'agitated threads' on my radar.
As is suggested...try #stardock as well [IRC]. You will quite probably get some more assistance there....
Lantec
Reply #18 Thursday, September 15, 2005 8:00 PM
Reply #18 Thursday, September 15, 2005 8:00 PM
Sorry not to get back sooner but I've been checking a few things. I thought at first it may be related to all the site construction thats been going on the last few months but that doesn't seem to check out. I think you might want to take Cerebro JD's advice and check the IRC channel. The developer's are able to address the problems best when they have as much info as possible. A link to one of the specific posts your unable to access thru BN, as well as some info about your system and what other software you are running in the possibility that it might interfere/conflict with BN.
Sorry I can't help more....with several thousand users here, someone else may see the thread who can.
Sorry I can't help more....with several thousand users here, someone else may see the thread who can.
DadBart
Reply #19 Thursday, September 15, 2005 8:00 PM
As any good admin should. Thanks for clarifying that.
Reply #19 Thursday, September 15, 2005 8:00 PM
| My 'relationship to Stardock' is specifically as Admin here on Wincustomize.com....and that entails being 'the voice of reason'.....and tend to pick up 'agitated threads' on my radar. |
As any good admin should. Thanks for clarifying that.
Jafo
Reply #20 Thursday, September 15, 2005 8:01 PM
Reply #20 Thursday, September 15, 2005 8:01 PM
Oh...and #stardock is policed quite stringently...being predominantly a business/work channel....we suffer fools poorly.
In other words...it's safe to go there...
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Reply #1 Thursday, September 15, 2005 11:00 AM
did that email contain specific instructions on what to do if a response is not recieved within the time frame. All mine did.